Transforming Healthcare Experiences Through a Teams-Based Contact Center: Lessons, Tips, and Real-World Results

The rise of cloud adoption has made Microsoft Teams an accessible, scalable, and familiar platform for healthcare organizations, while also offering robust compliance and security capabilities. MS Teams, which is used by more than 93% of the largest 100 U.S. companies, including major healthcare organizations such as United Health Group, provides a natural foundation for secure, compliant contact center communications. In this session, Oli Lifely, Luware’s global head of sales, will address practical advice for maximizing the effectiveness of a Microsoft Teams-based contact center in the healthcare sector. He will discuss the evolution of MS Teams and what has made it a go-to communications tool for healthcare organizations. He will also share implementation best practices for Teams-based contact centers in healthcare where he’ll cover patient engagement with real-world results, such as how a new mental health service line saved an NHS Trust $6.2M by centralizing all communications in MS Teams. Then, he will touch on the next phase of transforming healthcare experiences through a Teams-based contact center. He’ll explain AI best practices for using Azure and address how Azure Speech services, including transcription, summarization, and sentiment analysis can transform everyday contact center and collaboration tasks. He’ll also mention how Microsoft Foundry is becoming the central hub for building agentic agents and real-time voice bots, including the role of GPT Realtime by OpenAI within that ecosystem.

Discussion points: 

• The evolution of MS Teams and what has made it a go-to communications tool — i.e. cloud-native design, scalability and deep integration with other MS ecosystem tools, and robust cloud security.
• Implementation of Teams-based contact centers in healthcare -- best practices for patient engagement compliance across regional data privacy regulations (GDPR, PIPEDA, etc.) as well as healthcare industry-specific regulations (HIPAA, Health Information Privacy Code, etc.)
• Real-world results, such as how a new mental health service line saved NHS Trust $6.2M by centralizing all communications in MS Teams:
• 10,000 calls received in 8 months
• 97% of 111 option 2 calls resolved without A&E
• 26% fewer ambulance transports to A&E
• 25% fewer mental health A&E visits
• 19% reduction in A&E mental health admissions
• 16% reduction in overdoses
•  How the latest advancements in AI factor into delivering the highest impact with the lowest risk: practical examples, real-world lessons, and clear guidance on where to start.

 Oli would love to share practical advice based on key lessons learned as a long-standing provider of Microsoft-certified contact center solutions that meet regulatory requirements and information security standards.